Health Insurance Company

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Situation - Failed software development project shut down enrollment, claims processing completely.  Company was essentially out of business, at the start of its peak season.

Actions Taken -

·         Quickly recruited a team of technical specialists;

·         Performed a hostile takeover of the development from the vendor.

·         Organized around a “war room” style of management to prioritize quick fixes, hardware/network issues, and programming to replace poor designs with new, better functioning software.

·         Daily collaboration with management and users to build a team-solution environment.

Results –

·         Enabled enrollment to begin within days.

·         Patched up poorly designed, slow claims processing functions to enable limited claims processing to begin within a couple of weeks.

·         Replaced poor designs with all-new, well-designed, high-productivity user-interface software to speed up processing.

·         Company temporarily lost only one customer, who returned the next year.

·         All potential legal problems from slower claims processing were avoided.

·         Company grew 30% the following year.